Contact Centre AdvisorSalary: £30,000Contract type: PermanentWorking hours: Full time or part time, 37.5 hours a week for full ti.....
Contact Centre Advisor
Salary: £30,000
Contract type: Permanent
Working hours: Full time or part time, 37.5 hours a week for full time. This role is working Monday to Friday.
Additional Info: We have 4 different shift patterns, with start times between 8:30am – 9:30am and finish times between 4:30pm – 5:30pm
Location: 113 Uxbridge Road, Ealing, London W5 5TL, this role is based on site 5 days a week
Role Overview
You will be the voice of A2Dominion in supporting our customers with queries such as making payments, booking appointments and repair issues. No day is ever the same working in our busy and fast paced contact centre, you will be putting customer experience at the heart of what you do and demonstrating passion in what you do.
You will manage and resolve each query with a dedicated and positive attitude, putting people first by working for a company with a social purpose to make lives better.
Key responsibilities
- Contribute to the effective running of the contact centre, managing inbound calls from our residents, delivering a high-quality responsive experience
- Understand, assess and manage queries, concerns, or complaints to ensure we achieve satisfactory outcomes and escalating when appropriate
- Accurately record all call details on up to 4 different systems to maintain detailed resident files ensuring accurate and updated information
- Respond and manage email queries from our customers in a timely manner
- Record initial repair & maintenance requests and arrange appointments by consulting with internal colleagues and external 3rd parties
- Deliver services in a clear and understandable way that meets the diverse needs of our customers & communities
- Work towards company service level agreement in line with individual and team KPI’s
More about you
We want you to bring your knowledge and experience to play your part in improving people’s lives.
- You will have proven experience of delivering exceptional customer service, in a contact centre or other environment working closely with people
- Resilience in managing conflict and proactive in finding solutions to queries for a diverse customer base
- Excellent communication skills, both verbal and written
- Proficient in using computer systems, CRM software (We use Microsoft Dynamics), and other relevant tools
- Ability to remain calm and empathetic in high-pressure situations
- A commitment to finding the best solutions for each customer enquiry
- Ability to multitask when talking to customers, updating systems, and booking appointments
- Able to show an ability to work towards and achieve targets
What if I don’t have previous contact centre experience?
Fear not! Some of our best recruits in our Contact Centre have not had previous Contact Centre experience. From Teaching Assistants and Bus Drivers to Retail experience – we focus on people’s ability to communicate effectively, awareness of the impact they can have and passion for delivering a solution orientated experience for our customers.
Interview process
You will be contacted by a member of our recruitment or contact centre team to discuss your application further.
We are recruiting for upto 10 new colleagues to join our busy teams in Ealing, London. With this in mind, we plan to invite people into our office in Ealing to take part in an assessment centre to get to know your skills and experiences better.
These dates will be in October and will likely be for half a day. We will share further details on what to expect to get your prepared should we progress your application further.
Onboarding and training
Your training and onboarding will be key to setting you up for success. You will have a comprehensive training programme to get you comfortable and confident using our systems, our customers, your colleagues and key departments you’ll be working closely with and everything in between.
Choosing us is easy
As an employee of A2Dominion, we want you to feel rewarded and have a choice of flexible benefits, salary exchange benefits, and rewards and discounts that work for you, wherever you are in your life.
- 25 days’ holiday (Plus Bank Holidays) increasing up to 28 days with 3 years of service
- Permanent and fixed-term employees receive of up to £300 to use towards health and lifestyle benefits for both you and your family
- Up to 8% contributory pension
- Cycle2work scheme
- Investment in your learning and development
- Discount and benefits employee portal
- 24/7 access to employee assistance programme
